Implementation Team Lead

IRIS

About The Position

The Implementation Team Lead joins Swipeclock’s Customer Success organisation to lead customer implementations and help develop the capability of the wider team. The role combines hands-on project delivery, customer engagement, and leadership, working with customers, end users, reseller partners, and internal teams to deliver successful implementations and exceptional customer experiences. The lead manages a personal portfolio of customer projects while coaching and supporting Implementation Specialists. They oversee implementations from kickoff through go-live and project completion, guide customers throughout the process, and help improve implementation delivery, customer satisfaction, and long-term product adoption.

Requirements

Experience leading SaaS software implementations or customer onboarding projects.
Previous experience mentoring, coaching, or providing informal or formal leadership to a team.
Strong project management and stakeholder management skills.
Excellent communication and customer-facing abilities.
Ability to balance multiple priorities in a fast-paced environment.
Proactive, solution-focused mindset.
Strong organisational and time management skills.
Experience managing project risks, dependencies, and customer expectations.
Experience working with Salesforce or similar CRM platforms.
Passion for delivering great customer outcomes.

Nice To Haves

Workforce management, HCM, HR, payroll, or time and attendance industry experience.
Experience working with reseller or channel partner networks.
Experience supporting implementation methodologies or process improvement initiatives.

Responsibilities

Lead end-to-end software implementations from kickoff through go-live and project completion.
Act as a trusted advisor to customers, end users, and reseller partners throughout implementation.
Coach, mentor, and provide day-to-day support to Implementation Specialists.
Manage a personal portfolio of customer projects while supporting team delivery and leading by example.
Develop implementation plans, timelines, milestones, and success measures.
Configure solutions and deliver customer training sessions.
Identify project risks and proactively drive resolutions.
Partner with Customer Success, Support, Product, and Sales teams to deliver successful outcomes.
Improve implementation processes, documentation, and customer experience.
Monitor project health, customer satisfaction, and delivery performance.
Support onboarding and development of new team members.
Deliver implementations on time and with high customer satisfaction, build trusted customer and partner relationships, and contribute to customer adoption and referenceability.
Serve as a go-to expert for implementation best practices across the business.